Technical Support Lead

Are you a strong communicator, highly organized, and motivated to contribute to a greener world? Join Greener as our Technical Support Lead ! You will join our dynamic Service Team , which plays a crucial role within the company by ensuring our battery projects run smoothly from planning through execution. Beyond supporting customers directly, you will play a key role in shaping and professionalizing Greener's support organization. As Technical Support Lead , you will help define how we deliver world-class service to our customers and ensure our support operation can scale alongside our growth. You will take ownership of our customer support processes, lead and develop the support team, optimize and further implement our ticketing and service management tooling, and use data-driven insights to continuously improve customer experience and operational efficiency. Working closely with Operations, you will identify opportunities for improvement, establish clear ways of working, introduce service metrics and reporting, and help build a proactive support function that prevents issues before they impact our customers. What will you do? Act as the primary point of contact for customers regarding ongoing battery projects, incidents, questions, and service requests. Lead and support the Technical Support team, helping create structure, clear priorities, and a customer-first mindset. Drive the professionalization of Greener's customer support operation by introducing best practices, clear processes, and scalable ways of working. Own and further develop our ticketing system, ensuring issues are tracked, prioritized, resolved, and reported on effectively. Define and monitor service KPIs, SLAs, and customer satisfaction metrics, translating data into actionable improvements. Continuously improve support processes, workflows, documentation, and knowledge-sharing across the organization. Analyze service and operational data to identify trends, recurring issues, and opportunities for preventive action. Monitor the performance of our battery fleet through our smart monitoring systems and proactively respond to potential issues. Coordinate troubleshooting activities with Service Engineers, Software Engineers, and other internal stakeholders to ensure timely resolution of incidents. Identify opportunities to automate repetitive tasks and improve efficiency through tooling and technology. Create reports and insights that help improve system reliability, operational performance, and customer experience. Help build a scalable support organization capable of supporting Greener's rapid growth and expanding battery fleet. Participate in an on-call rotation to help ensure continuity of service for our customers. Why go Greener? In addition to making a positive impact on the energy transition, you'll receive: A salary between €39,000 and €59,000 gross per year (including holiday allowance, based on a 40-hour work week) Free vegetarian lunch at the office NS Business Card or travel allowance (for employees living more than 13 km from the office) Laptop of your choice (Apple or Windows) 30 vacation days per year (full-time basis) A welcoming, home-style office in Amsterdam Home office budget and necessary equipment 8% pension contribution (without employee contribution) Opportunity to participate in our equity plan